ISO/IEC 20000 Certification – Information Technology Service Management

ISO/IEC 20000 is a globally recognized standard that provides the requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). An SMS that meets ISO/IEC 20000 requirements can enable you to improve planning, design, transition and delivery of services.

Certification to ISO/IEC 20000 can help you to assure customers of the quality of your services and demonstrate to organizations that your business and supply chain provide a consistent approach to the service life cycle. It will also support your ability to monitor, measure and review your SMS and services.

Additionally, certification can help you to perform conformity assessments against ISO/IEC 20000’s requirements and enable you to support service management training providers.

What is the ISO/IEC 20000 certification process?

There are seven steps to the process:

Application and quote
Competence analysis – identify gaps in skills and competence at the outset
Gap assessment – identify any weaknesses before the formal audit
Stage 1 audit – confirmation that implementation is on track
Stage 2 audit – confirmation that implementation is complete
Certification – share your success
Ongoing improvement – regular surveillance visits

Aligning with the UN Sustainable Development Goals (SDGs)

ISO/IEC 20000 contributes to UN Sustainable Development Goal nine.

How can SGS help?

Our ISO/IEC 20000 certification audits, with a gap analysis and benchmarking, can help you to navigate the road to ISO/IEC 20000 certification.

We will audit all parts of ISO/IEC 20000, including formal specifications and code of practice, which describe the best practices for service management processes. This code is particularly useful for organizations preparing for an ISO/IEC 20000-1 audit or service improvements.

As a complementary service, we offer a full range of ISO/IEC 20000 training courses, including internal auditor, lead auditor and awareness training courses.